Job description

We are currently hiring experienced helpdesk technical analysts to provide technical assistance and support for incoming queries and issues related to computer systems, software, operating systems and hardware. The appropriate candidate will respond to queries either in person or over the phone, train computer users and maintain daily performance of computer systems.

RESPONSIBILITIES

• Address end user queries and issues via phone, e-mail and chat support.
• Provide world class quality of service to end users throughout the resolution process.
• Engage engineering teams and product owners to assist with troubleshooting as needed.
• Perform 'cradle to grave' ownership of all issues reported to the helpdesk by providing timely updates to end users and by constantly following up with escalation teams until the issue is resolved.
• Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
• Maintain effective documentation by regularly reviewing and updating knowledgebase content.
• Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
• Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, Lync, Proofpoint), SharePoint, Mac, Unix, Voice, Mobile and others.

REQUIRED SKILLS

Minimum one year of experience working in the technical support field in an enterprise environment.

Sound technical knowledge, troubleshooting skills and support experience with the following:

• Microsoft Windows platform (Windows 7, 10) Networking, LAN , WAN, corporate enterprise domain infrastructure environment Windows desktop and server operating system Microsoft Active Directory Microsoft Outlook
• Good understanding of the Microsoft Office products such as Word, Excel and Power Point.
• Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
• Ability to perform Mobile OS (iOS/Android) application troubleshooting.
• Team player mentality, collaborative, self-learner and self-motivated.
• Good understanding of English and good communication skills are a must.
• Strong customer service skills and focus on ownership throughout the resolution process.
• Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.

PREFERRED SKILLS:

• College degree preferred.
• experience working in the technical support field in an enterprise environment.
• Exposure to a global multi-cultural environment.
• For our Asia language support, strong verbal and email/chat proficiency in Japanese, Mandarin or Korean.
• Experience using and supporting Microsoft Exchange in an enterprise environment.
• Advanced proficiency supporting Microsoft Outlook and other Microsoft Office products.
• Experience supporting Microsoft SharePoint.
• Experience supporting Macs and OSX.
• Proficiency in Unix command line.
• Experience supporting voice infrastructure such as Cisco Call Manager, Avaya PBX, Avaya Meeting Exchange, or other enterprise voice systems (less common: BT or IPC turret phone systems).

Job Types: Full-time, Contract

Pay: $24.00 - $25.00 per hour

Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Technical Support: 1 year (Preferred)

Work Location: One location

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